Firehouse Subs Customer Service: 24/7 Access, Practical Steps, and What to Expect

Does Firehouse Subs have a 24/7 customer service phone number?

Short answer: there is no single universal Firehouse Subs phone line that provides live 24/7 human support for every issue. Firehouse Subs operates as a franchised restaurant system (founded in 1994, headquartered in Jacksonville, FL), so individual restaurant hours, staffing and phone coverage vary by location. Corporate-level customer service and operational teams handle brand-wide issues during standard business hours and provide after-hours escalation paths rather than a continuously staffed, single “24/7” hotline.

For urgent matters — food safety incidents, major catering errors, or health-and-safety concerns — Firehouse Subs uses a combination of local store phones, corporate escalation, and digital channels to respond quickly. In practical terms that means you should expect immediate action for safety issues (call the local store and then use corporate channels) and typical response windows of 4–72 hours for service/reimbursement inquiries submitted electronically.

Primary contact channels and expected response times

Below are the most reliable ways to reach Firehouse Subs support and the response times you can reasonably expect. Use the channel that matches your urgency and the type of issue (order mistake, catering cancellation, complaint, legal/food safety report).

• Website Contact Form (24/7 submission): https://www.firehousesubs.com/contact-us — Response: typically 24–72 hours for general customer service; faster (4–24 hours) for escalations flagged as urgent.
• Local Store Phone: Found via the location finder on the website — immediate response if the store is open; same-day resolution possible for order mistakes and short-notice catering fixes.
• Mobile App (iOS / Android): In-app order support and receipts are available 24/7; support messages through the app often produce a reply within 12–48 hours depending on volume.
• Social Media (Twitter/X: @FirehouseSubs; Facebook: /FirehouseSubs): Many customers get rapid acknowledgement within 1–6 hours during peak U.S. business times; use only for reporting issues publicly and to request a direct message for private escalation.
• Corporate Mail and Legal Contacts: For formal escalations, use the corporate contact listed on the website. These channels are monitored during business hours Monday–Friday and produce responses in 2–7 business days for non-urgent matters.

Note: Because Firehouse Subs is franchise-driven, refunds and coupons for a specific order are most quickly approved by the store manager; corporate typically steps in for repeat or systemic issues.

How to find and call the correct local phone (step-by-step)

If your goal is an immediate resolution (order correction, pick-up confirmation, catering change), calling the specific store is the fastest route. Follow these exact steps to get the local phone number and hours:

• Go to https://www.firehousesubs.com and click “Locations.” Enter your ZIP code or city and state; the search returns a list sorted by distance, each entry showing the store address, hours, and a phone number.
• Tap the store entry to view detailed hours (many locations open 7:00–22:00 local time; some airport or urban units have extended hours). If the store is open, call that number immediately for fastest resolution. If it’s closed, use the website contact form or the app.
• If you need escalation after calling the store, save the manager’s name and time of call, then submit the same details through the website contact form and reference the store address and order number for traceability.

Using the location search ensures you are talking to the franchisee responsible for the specific transaction — and many stores can issue refunds, credits or remakes on the spot when contacted directly.

Catering, refunds, and escalation timelines (concrete policy guidance)

Catering and large orders follow different operational rules than single orders, so precise timelines matter. Typical Firehouse Subs catering items include party trays and boxed lunches with price ranges (approximate as of 2024): boxed lunches $8–$12 per person; party trays and platters $30–$120 depending on size and contents. Most franchise locations require 24–48 hours’ notice for cancellations to qualify for a full refund; shorter-notice changes often incur partial charges.

Practical escalation path for unpaid refunds or chargebacks: 1) Contact store manager within 7 days with order number and payment proof; 2) If unresolved, submit the issue via the website contact form within 14 days; 3) If still unresolved after 10 business days, request corporate escalation and provide copies of all communications. Document timestamps, names and order numbers — these are required for any financial reversal or formal complaint.

Practical tips, sample language and what to include

When you contact support (phone, form, app or social), include these five data points to accelerate resolution: store address or store ID, date/time of transaction, order number or receipt, a clear photo if relevant (receipt, food issue), and the resolution you want (refund, remake, coupon, credit). Providing this information up front reduces back-and-forth and typically shortens response time to under 48 hours.

Sample concise message for the website form or DM: “Store: 123 Main St., Anytown, ZIP 12345. Order # 987654321. Date: 2025-08-20 at 12:14 PM. Issue: sandwich had mold/foreign object (photo attached). Requested resolution: full refund and confirmation of food safety review. Contact: [your name, phone, email].” This level of detail triggers an expedited internal review.

Final notes for power users and corporate issues

If your situation involves legal liability, food-borne illness, or a systemic safety concern, escalate immediately through the website contact form and request corporate-level review. Keep records, receipts and photos; expect corporate to coordinate with the franchisee and potentially with local health departments. For recurring business catering (weekly or multi-location events), set up a relationship with a single store manager or regional catering coordinator to secure firm pricing and cancellation windows in writing.

For more information and to start a support request, use the official site: https://www.firehousesubs.com. For location-specific contact information use the site’s Locations tool to obtain the correct phone number and hours for the store you visited.